WFM Forecasting Specialist

Description du poste:

WFM Forecasting Analyst

At SumUp, we're building the world's first truly global card acceptance brand to empower small businesses everywhere. Today, more than 4 million merchants in over 35 countries rely on SumUp to get paid and grow.
Our Workforce Management team ensures that every merchant gets the support they need-when they need it.
As our first dedicated Short-Term Forecasting Analyst, you will bridge the gap between long-term capacity planning and day-to-day execution, turning data into staffing insights that keep our operations running smoothly.
You could be the missing link that helps us deliver great service while controlling cost.

What you'll do

* Build and update 1-8 week forecasts for volumes, AHT, and staffing needs, adapting quickly to changes.
* Track forecast accuracy, investigate variances, and refine models for continuous improvement.
* Translate forecasts into staffing requirements, highlighting gaps and recommending solutions.
* Consolidate key drivers (holidays, campaigns, releases, attrition risks) into a unified event calendar.
* Partner with Real-Time Management and Operations to align staffing when volumes shift.

You'll be great for this position if you have

* Experience creating short-term or intraday forecasts in a contact center or service environment.
* Strong analytical mindset with skills in Excel/Google Sheets and familiarity with SQL or WFM tools.
* Ability to translate data into actionable staffing insights for different stakeholders.
* Knowledge of accuracy metrics (MAPE/WAPE, bias) and how to use them for improvement.
* Curiosity to test new techniques and drive continuous improvement in forecasting.

Job Application Tip
We recognise that candidates feel they need to meet 100% of the job criteria in order to apply for a job. Please note that this is only a guide. If you don't tick every box, it's ok too because it means you have room to learn and develop your career at SumUp